Complaints Handling Procedure
1.
All our clients have a right to formally lodge a complaint whenever they feel the Institution has failed to fulfill its obligations towards them.
2.
The Customer Relations Officer stationed on the front office desk is mandated to receive all complains from our clients
3.
The Customer Relations Officer is encouraged to communicate with the clients in a language that they fully understand and are comfortable with in order to correctly capture the complaint and resolve it if it could be resolved at that level.
4.
Our clients lodging a complaint are advised to submit it in a writing, alternatively, one may verbally present their complaint and the Customer Relations Officer would capture it and reduce it to writing then give the client to proof read and append their signature if they are satisfied that the complaint has been correctly captured.
5.
No fee or charge shall be raised against the customer for submitting a complaint and having it investigated and resolved
6.
Every complaint received shall be thoroughly investigated and a determination given within five (5) working days from the day on which the complaint was made. The client would then be advised on the outcome of the investigation in writing.
7.
If both parties are in agreement with the outcome, the institution shall immediately fulfill its obligation to the client as agreed upon without any conditions.
8.
In the event that that client remain unsatisfied with the outcome of the investigation by the institution, they should within a reasonable period of time escalate the complaint to the Registrar of Micro-Finance Institutions at the Reserve Bank of Zimbabwe. Telephone Number (04) 703000.
9.
An up-to-date log and comprehensive record of all complaints received from clients shall be maintained and made available to the Registrar or his appointed representative when required.